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4 ways companies have implemented customer success into their business

Not all Customer Success teams start off fully organized before they are implemented. It would be nice to have a plan all laid out but sometimes it’s better to just get started. At the Customer Success Summit I interviewed customer success executives on what customer success is to them and what they’ve done so far.

1. Lower the friction of getting started with proactive outreach during trial.

Our friends at Netflow Logic made sure to call new trial users right away to make sure they could help get them up and going in real time.

In Clicktools‘ case, their data was telling them they lost customers whenever they failed to successfully onboard. Knowing this, they placed their customer success focus on onboarding new users and helping them through the process. “It’s more of a marathon than a sprint, but customers are already benefitting from the extra contact from us.” – Oliver Taylor, CSM at Clicktools.

At Wrike, they’ve had customer success ingrained since the beginning, and it affects every aspect of their business. Whether it’s sales, support, or marketing, it’s all about getting answers to their customers.

Customers become unhappy when they have a bad experience or don’t feel in control when interacting with your product or service. Help them regain that control by being able to readily answer questions or guide them to where they want to be. What were some of your company’s first steps when it came to implementing customer success into the business? Share your input in the comments below!

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Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!